Customer Service Representative I

Job Description

Are you passionate about delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where problem-solving and communication skills are highly valued? If so, Puget Sound Energy (PSE) is seeking talented and dedicated individuals to join our team as a Customer Service Representative!

As a Customer Service Representative at PSE, you will be at the forefront of our commitment to providing outstanding service to our valued customers. You will play a crucial role in ensuring their satisfaction by addressing inquiries, resolving issues, and delivering top-notch support.

In this role, you will be working in an in-bound call center and answering 50+ calls a day from customers in our community who need help with some of the following:

• Bill pay assistance
• Starting a new service or ending service at a prior address
• Questions about power outages in their area
• Setting up a new account and updating customer records
• Triaging gas emergencies 
• The most successful candidates for this position will possess:
• Ability to multi-task, set priorities, and use multiple systems at once to answer customer questions
• Strong verbal communication skills and ability to professionally handle difficult customer calls
• Curiosity to learn about the utility industry and willingness to ask questions
• Capable of leading with empathy coupled with the ability to de-escalate customer call

This job is considered “safety sensitive” as defined in RCW 49.44.240 and is subject to pre-employment drug screening that includes screening for the presence of marijuana and marijuana metabolites.

Job Responsibilities

• Collaborate with internal teams to escalate and resolve complex customer issues, ensuring seamless coordination and effective problem resolution.
• Proactively identify opportunities to improve customer satisfaction and service efficiency, sharing feedback and suggestions with team leads and managers.
• Stay up-to-date with PSE's products, services, policies, and procedures to provide accurate information to customers.
• Navigate between multiple systems and reference guides to ensure customer issues are handled per company standards
• Provide information and respond to inquiries from customers and other employees regarding service requests, rates, basic high-bill inquiries, credit processes, energy conservation, customer programs, billing information and Company policy.
• Process mail returns, account changes or corrections, and respond to miscellaneous customer inquiries. Update customer information.
• Compile reports and process customer correspondence via email and chat
• Initiate service orders or follow-up requests and make credit arrangements.
• Operate multi-line phone systems, calculators, and PSE systems  
   

Minimum Qualifications

EDUCATION

• Minimum education and training including a high school diploma or GED; successful completion of six to ten (6-10) credits of business school or college studies in accounting, communications skills, drafting or social sciences transferable to a 4-year institution or its equivalent in experience and/or education as determined by Human Resources.
• Business courses: drafting/engineering, social sciences, psychology, communication, computer sciences, business math, business administration, business law, statistics, business communications, project management, sociology and economics.
• Successful completion of courses in basic PC, electricity and natural gas is desired.

EXPERIENCE

• Two years customer service skills preferably in a call center environment.
• Must be able to type a minimum of 35 words per minute.
• Must have strong verbal and written communication skills.

Additional Information

The next training class will begin on April 7th in PSE’s Bothell office and will last a total of eight weeks. This position is hybrid (Washington base) with the option to work from home and/or in the office after the initial training period. All employees will be required to report to the Bothell office for important meetings and events throughout the month so you will need to live within PSE's service territory. Further details on this schedule will be discussed in the interview. 

The position is not responsible for supervising or leading other persons. Coordination with other areas is often necessary to respond to customer requests.

The position has constant communications with internal and external customers to gather and provide and to coordinate customer service activities.

The duties and responsibilities are performed in an office environment. The position generally involves continuous sitting, occasional standing and walking, light lifting, frequent bending, reaching, keyboard and telephone operation.

The environment conditions generally include ambient inside temperature, lighting and noise levels.